- Q. What is SNAP?
A. SNAP, or Single Network Access Point, is a communications product that uses new, advanced technologies to allow a subscriber to receive all communications needs from one single entrance point in to the structure.
- Q. What does Franklin Telephone Company’s SNAP service have to offer?
A. Franklin’s SNAP Packages will provide you with the same dependable telephone service that you have relied on for over 45 years but adds to that same telephone line high speed internet access up to 54 times a typical dial-up connection, and up to 105 high quality video channels. All video plans will provide you with all of your local channels with an unbeatable picture quality.
And, if that’s not enough, you get all of these services on one convenient bill from your own local telephone company!
- Q. Is Franklin Telephone’s SNAP service reliable?
A. Yes, you can expect the same high quality service from the SNAP services as the telephone service provided by Franklin Telephone for over 45 years.
- Q. Where are Franklin Telephone's SNAP Services available?
A. Supply your telephone number where requested at this link, www.ftcweb.net, to find out what SNAP services are available at your address.
- Q. Will Franklin Telephone customers that sign up for SNAP need to purchase additional phones or any equipment?
A. A router is required to provide both Internet and/or video services with a digital set-top box also required for each desired television. The charge for the first router and one set-top box will be waived upon signing a one-year term service contract. The cost for a second set-top box will be waived when agreeing to a two-year contract.
Your current telephone equipment will not require any changes or additions for continued phone service.
- Q. Will I be able to make or receive phone calls, watch television and use the Internet at the same time?
A. Yes, with the advanced technology utilized for the SNAP services, you will be able to enjoy all three services at the same time.
- Q. How do I sign up for SNAP?
A. Contact your local Franklin Telephone office in Bude at 601-384-3333 and select option 57.
- Q. Do I have to subscribe to all three services?
A. No, you are not required to subscribe to all three services, but you are required to have phone service in order to subscribe to the video or internet service. You will find, in many cases, that subscribing to all three is more economical than subscribing to only two SNAP options.
- Q. How do these new SNAP services affect my current telephone service?
A. The new offerings do not affect your current telephone service and their related charges in ANY way. Activating any or all of the new offerings is purely at your option and request.
- Q. Do I have to pay for setup or installation of my SNAP package?
A. The traditional telephone installation charges for new telephone customers will still apply. Also, due to the additional time and effort required and the equipment involved, there will be an additional equipment setup charge for an Internet and/or video installation for new customers and those current Franklin Telephone customers that request an upgrade in service.
However, upon signing a one-year term service contract, we will waive the standard equipment setup charge. There may be additional labor charges due for work requested beyond the standard setup.
- Q. What does the standard equipment setup include?
A. The standard equipment setup includes setup and testing of one router, up to two set-top boxes, one computer setup for internet access, and one additional outlet, if necessary. Time spent for items other than these will be billed at the current hourly labor rate.
- Q. Do I have to make a long term commitment to subscribe to any SNAP service?
A. We do require all customers sign a service contract to confirm the items ordered and review all of the terms and conditions related to the use of each SNAP service. And, if you disconnect your SNAP services within 1 year of the contract inception, you will be charged for any actual early termination fees that may be charged to Franklin Telephone as prescribed by the National Exchange Carrier Association.
- Q. Do you offer a lease program for additional equipment?
A. No, we do not currently offer an equipment lease option. However, with approved credit, we can charge your account in three equal monthly installments for any router, set-top box and/or equipment setup charges for no extra fee.
- Q. How long will it take to have the service installed?
A. You will arrange a convenient appointment time with customer service at the time you request the service. Depending on previous service requests already logged, we will attempt to schedule all installations within 5 business days of the request. The installation on the premises will take anywhere from two to four hours for most homes, but can vary widely depending upon additional ordered services and the wiring currently present in the structure.
- Q. Is my new equipment covered by any warranty?
A. Yes, there are various warranties provided by the equipment manufacturer. All equipment provided or sold to you will be replaced at no cost to you within the manufacturer’s warranty period as provided by their warranty documents.
Additionally, Franklin Telephone offers a maintenance contract for your convenience and peace of mind to cover the equipment past the warranty period and/or the wiring used inside the home. See the Terms and Conditions for more information.
- Q. Do I have to have a set-top box for every television?
A. No, a set-top box is not required for every television. The set-top box can provide video for up to 2 televisions simultaneously. One would be the main television area where the remote would control the viewed channel and the second television would be a “slave” television that will always show the same channel that is being displayed on the main television.
- Q. Why am I required to have a set-top box wherever I want to control the channels with the remote?
A. The advanced technology used to transport all of the necessary information streams over one line into the premises required the video signals to be scrambled and condensed. The set-top box is required to descramble the video signals before they reach your television. Televisions are currently not equipped or available with this descrambling capability built-in.
You may purchase an infrared wireless remote transmitter that will allow you to change channels on the set-top box from another room where a ‘slave’ television may exist.
- Q. Is there a limit to the number of set-top boxes I can use?
A. With current technology, two set-top boxes can be served reliably on one line at a structure within 10000 feet of the nearest remote. From 10001 to 13000 feet, one set-top box is known to be reliable. Currently, beyond 13000 feet from the remote nearest your location, we cannot guarantee the SNAP Service. You may call us and request a test at your specific location to see if you may actually be able to receive any or all of the services or to test for more than the quantities listed for under 13000 feet.
Enter your phone number on the home page, www.ftcweb.net, to find out how many you can have at your location. You may also purchase multiple lines for your home to give you additional options.
- Q. What happens if I disconnect my service prior to the end of the term contract that I signed?
A. Please consult your term agreement for early termination charges applicable in your situation. Any deposits on your account may be applied against any such charges.
- Q. If I have a problem with my phone, Internet or video service, whom do I call?
A. Call your local Franklin Telephone support line at 601-384-3333. Select option 58 for Internet only problems or option 59 for phone, video, or multiple service issues.
- Q. If I have a question about my bill, whom do I call?
A. Contact your local Franklin Telephone office in Meadville at 601-384-5851
- Q. Can I check my e-mail from another computer or over the internet?
A. Yes, you can check your email from the home page, www.ftcweb.net, by clicking on the "Web Mail" button.
- Q. How do I request a change to my e-mail password or additional email addresses?
A. Contact your local Franklin Telephone office in Bude at 601-384-3333 and select option 59.
- Q. How do I setup a change in username and/or password on my PC and/or modem?
A. Call your local Franklin Telephone support line at 601-384-3333 and select option 58.
- Q. How do I make changes to my SNAP package?
A. Contact your local Franklin Telephone office in Bude at 601-384-3333 and select option 57 for changes to your video plan, internet speed, password, or to add or remove any features.
- Q. What is the maximum Internet connection speed I can receive?
A. With current technology, the maximum connection speed that can definitely be provided on one line is 3.0 MB for a structure within 15000 feet of the nearest remote; from 15001 to 20000 feet, we can provide at least 1.5 MB; from 20001 to 25000 feet we can provide 512K. Currently, beyond 25000 feet from the remote nearest your location, we cannot guarantee any particular Internet connection speed. You may call us and request a test at your specific location to see if you may actually be able to receive a faster connection than represented here.
Enter your phone number on the home page, www.ftcweb.net, to find out the speed available at your location based on the parameters above. You may also purchase multiple lines for your home to give you additional options.
